Head & Wall - GI Support

[Dave]

I cant be the only one that finds GI Support very frustrating!

Im in talks with them trying to resolve my Top 100 not working. See what you make of this!

GI Support

You should install a Logcat application from Google Play and send logs to us after that. Please, keep to our instructions and complete the following:
1) Install Logcat from Google Play.
2) Start it on your device.
3) Start the game and open TOP-100
4) Save logs from Logcat.
5) Send the logs to us.

Me

I looked into installing a LogCat application, however since Android released Jellybean, apparently root is required to collect log details. I did install 3 different LogCat applications and can confirm that no logs were collected.

GI Support

You should install a Logcat application from Google Play and send logs to us after that. Please, keep to our instructions and complete the following:
1) Install Logcat from Google Play.
2) Start it on your device. 3) Start the game and play it for some time.
4) Save logs from Logcat.
5) Send the logs to us.

Me

As I mentioned previously, since Jellybean, all logcat programs require root. My Hudl2 is not rooted. I even tried 3 different logcat programs and can confirm that they do not collect logs without the device being rooted.

GI Support

You should install a Logcat application from Google Play and send logs to us after that. Please, keep to our instructions and complete the following:
1) Install Logcat from Google Play.
2) Start it on your device.
3) Start the game and play it for some time.
4) Save logs from Logcat.
5) Send the logs to us.

Me

Are you actually reading my emails?

Since Android released the Jellybean update, all Logcat applications require devices to be rooted. At present it is extremely difficult to root the hudl2 without bricking it.

 

[lfcawc]

@Dave

Sent GI ticket last night..they replied this morning asking for a photo....
I have sent GI the photo of the top 100 I finished 2nd in and didnt receive silver chest..
Got their standard reply


'Thank you for your information!

I have transferred your details for a careful investigation in order to help you as soon as we can and to provide you with the best support you deserve. Please, note that your request processing may take up some time, so I shall get back to you within five working days as soon as I have more information regarding your concern.

In the meantime, should you have any additional questions, please, let me know. I am always there to assist you!'


I hope I get my deserved bonus!

 

[Dave]

Oh its painful! Ive been talking to GI since the 23rd Feb - Pretty much one reply a day.

They dont seem to read the replies, just constantly sending out automated responses.

 

[pegasus]

Same

@Dave

Sent GI ticket last night..they replied this morning asking for a photo....
I have sent GI the photo of the top 100 I finished 2nd in and didnt receive silver chest..
Got their standard reply


'Thank you for your information!

I have transferred your details for a careful investigation in order to help you as soon as we can and to provide you with the best support you deserve. Please, note that your request processing may take up some time, so I shall get back to you within five working days as soon as I have more information regarding your concern.

In the meantime, should you have any additional questions, please, let me know. I am always there to assist you!'


I hope I get my deserved bonus!

Same thing happened to me, I did get my bonus after careful investigation! So hang in there.

 

[Pakman]

@Dave - very apt animation on your original post - I have now literally covered my ipad in coffee laughing. Keep persevering - I know it frustrating with GI but the head does stop hurting when you've finally stopped banging it against the wall

 

[Dave]

When I didnt think I could any further shocked by such appalling support, GI manage to do it! Does any of this make sense to you? I thought I made the problem sound perfectly clear.

Me

Hi,Please find 3 screenshots reflecting the issue im currently having regarding the Top 100.Thanks

GI Support

Thank you for your information!

I have transferred your details for a careful investigation in order to help you as soon as we can and to provide you with the best support you deserve. Please, note that your request processing may take up some time, so I shall get back to you within five working days as soon as I have more information regarding your concern.

In the meantime, should you have any additional questions, please, let me know. I am always there to assist you!

GI Support

Thank you for the information!

So that we could proceed with the case and restore your previous game progress I would like you to perform the following actions:

1) Please, write down your friend code.
To see your friend code tap Sociality (the button with 3 people in the bottom menu) → press another button with 3 people → choose the Friend codes tab.
2) Delete the game from your device.
To delete the game please follow the instructions: Go to Settings -> choose Applications -> Manage applications and choose the required application. You will see some options available. Press the Uninstall button to delete the game.
3) Install the game from Google Play.
4) Complete the tutorial.
5) Send me your new friend code

This information will help me to assist you further! Thank you for playing our game!

Me

My new friend code is alntzvn

Thanks

GI Support

The case is currently under investigation and certain measures are undertaken to eliminate the issue. The process is taking a little more time than expected. I will get back to you with a response soon.

Thank you for your patience and support!

GI Support

Here is your coupon for restoring your game profile. The code is

To redeem the code, please perform the following activities:
1. Press the Sociality button (the one with 3 people in the lower left corner of the display).
2. Press another button with 3 people.
3. Select the Friend Codes tab.
4. Redeem the code in the input field. Please, mind that the code can be used only once and you should be connected to Internet.
5. The application may close after you have used the code. In this case please, launch the game again.

I would appreciate if you let me know about your results.
Looking forward to hearing from you!

Me

Sorry to be a pain. I followed through all the steps above but the Top 100 still isnt working for me.

Ive also restarted by tablet and cleared the cache for the game, but with no luck.

Kind Regards

GI Support

Your details were transferred to our engineers for a double check. As soon as we get more information on the issue I will let you know of the result. Please, stay tuned!

GI Support

Please, try again with a stable Internet connection or disconnect and connect again to check if it works fine:
- check you Internet connection;
- check the signal;
- disconnect/connect to the Internet;
- try another internet connection.

Could you also let me know the exact name of your device. Did you root it? Please, send me detailed information about your device firmware.

So that our specialists could take a deeper look into the issue we would also like to enquire the game logs taken at the moment when the problem appear.

You should install a Logcat application from Google Play and send logs to us after that. Please, keep to our instructions and complete the following:
1) Install Logcat from Google Play.
2) Start it on your device.
3) Start the game and open TOP-100
4) Save logs from Logcat.
5) Send the logs to us.

This information will help us.
We appreciate that you are playing our game and do your bit helping us to improve and develop it.

Me

I uninstalled Airport City and attempted to re-install again, however when I try to do this on my current device it is impossible to complete the tutorial as the passenger count figure is wrong. A few people seem to be having this issue, however Ivan from the development team is aware. I've attached a screenshot - as you can see the maximum amount of passengers you can have for some reason is set to 5?! Here is a thread where a few people have the issue and Ivan acknowledges it. >> https://www.airportcitygame.com/threads/cant-start-the-game.7419/

The only way I could get around this was by installing the game on my Nexus 7 (2012) and then using Helium (https://play.google.com/store/apps/details?id=com.koushikdutta.backup&hl=en_GB) to transfer the game over to my actual tablet I use.

From then on I was able to complete the tutorial and input the code. However, exactly the same issue as before, the Top 100 wont load. My WiFi signal strength is maximum (100GB Virgin Media Broadband). I have connected, disconnected and restarted. I have also tethered my tablet to my mobile phone to use 3 Mobile Wifi, but with the same result.

Here are the details of my tablet.

Hudl2 - http://www.tesco.com/direct/hudl2-8-wi-fi-tablet/454-7907.prd?sc_cmp=tp1_ppc_g_hudl2
Android Version - 4.4.2 KitKat
IFWI version - BayTrail.5.04.16.0043G
Kernel Version - 3.10.20-g61ca73f android-build@mobile.tesco.com #1
Build Number - KOT49H.rel.android-build.
20150106.154003 release-keys

My Hudl2 is unrooted - Normally I root my devices, but the risk of "bricking" the Hudl2 is too great at this stage.
I looked into installing a LogCat application, however since Android released Jellybean, apparently root is required to collect log details. I did install 3 different LogCat applications and can confirm that no logs were collected.
The strange thing is, when I tried inputting the code in my Nexus7 (2012) running KitKat and also rooted - The Top 100 does work. Whats strange about this is that until I was classed as an apparent "Time Traveler", the Top 100 was working on my Hudl2, as I received a few small rewards for coming about 90th a couple of weeks running, so its not as if the Top 100 has never worked on my Hudl2.Hope the above information helps. Happy to provide any other details you may need.

GI Support

So that we could proceed with the case and restore your previous game progress I would like you to perform the following actions again:

1) Please, write down your friend code.
To see your friend code tap Sociality (the button with 3 people in the bottom menu) → press another button with 3 people → choose the Friend codes tab.
2) Delete the game from your device.
To delete the game please follow the instructions: Go to Settings -> choose Applications -> Manage applications and choose the required application. You will see some options available. Press the Uninstall button to delete the game.
3) Install the game from Google Play.
4) Complete the tutorial. 5) Send me your new friend code

Also so that our specialists could take a deeper look into the issue we would like to enquire the game logs taken at the moment when the problem appear.

You should install a Logcat application from Google Play and send logs to us after that. Please, keep to our instructions and complete the following:
1) Install Logcat from Google Play.
2) Start it on your device. 3) Start the game and play it for some time.
4) Save logs from Logcat.
5) Send the logs to us.

This information will help us.
We appreciate that you are playing our game and do your bit helping us to improve and develop it.

Me

Not sure if you read my previous email.


Once the game is deleted off my device, its impossible to complete the tutorial due to the bug I mentioned in my last email. I will attach the screenshot again. The only way for me to get past this is to install the game on my Nexus 7, complete the tutorial and then move the game across to my Hudl2.
As I mentioned previously, since Jellybean, all logcat programs require root. My Hudl2 is not rooted. I even tried 3 different logcat programs and can confirm that they do not collect logs without the device being rooted.
I backed up the game on my Hudl2 and copied it across to my Nexus 7 (Helium does not require root), and the Top 100 works. Due to the tutorial glitch and also the Top 100 issue - is it a possibility that Airport City is not fully compatable to Android devices which an Intel chipset? Regards

Me

Following on from my last email, I deleted the game on my Hudl2, installed and completed the tutorial on my Nexus 7 and moved it across to my Hudl2.

My friend code for the new game is: abk2c1q

I have played the game upto level 5 and the Top 100 wasn't working.

Regards

GI Support

Also so that our specialists could take a deeper look into the issue we would like to enquire the game logs taken at the moment when the problem appear.

You should install a Logcat application from Google Play and send logs to us after that. Please, keep to our instructions and complete the following:
1) Install Logcat from Google Play.
2) Start it on your device.
3) Start the game and play it for some time.
4) Save logs from Logcat.
5) Send the logs to us.

This information will help us.
We appreciate that you are playing our game and do your bit helping us to improve and develop it.

Me

Are you actually reading my emails?

Since Android released the Jellybean update, all Logcat applications require devices to be rooted. At present it is extremely difficult to root the hudl2 without bricking it.

GI Support

I would really love to help you but I was unable to determine the nature of your inquiry based on the information you have provided. Please, reply to this e-mail with more details on the issue you are experiencing and attach screenshots illustrating the problem, if necessary.

I am looking forward to your reply! Once I have the needed information, I will take care of your case and make sure your concern is resolved.

 

[eat007]

I want to laugh just like Pakman but this is too gruesome . I actually can't read all of it

 

[AJ]

Well @Dave , i solved my passengers bug this way:
1) Installed previous version( V 3.02.01),i was having backup of previous version.
2) Completed the Tutorial.
3) Entered the restoration code.
4) After getting my game back(AJ2), i updated the game from play store.
After doing all this i got my game back.
Hole it helps you.

 

[lfcawc]

Was given a code to claim my chest for finishing 2nd in weekly top 100 space rankings..

Received a bronze chest instead of a silver one...seems a bit churlish to send another ticket...
Happy to get a QL bonus which is the main thing...could have had an extra 2 gold tokens!

 

[AirportCity051223]

Dave,
I have to commend you on how polite your emails are. I know that you catch more bees with honey, BUT...I don't think I would be able to be as nice as you have been after so many attempts to get an issue resolved. Here's wishing you a quick and final resolution.
Cheers,
Sulfe

 

[Dave]

It dosent get much better! Sent this yesterday

Me

Do you actually real through the the replies ive sent, as ive highlighted in detail what the actual issue is. I will highlight it again.

1) My Top 100 does not work. Screenshots attached.
2) You asked me to uninstall the game, start a new one and send you the new friend code.
3) For some reason, There is a glitch meaning I am unable to complete the tutorial as the maximum amount of passengers at the start of the game is set to zero. Screenshot attached.
4) The only way for me to do this, was to do the tutorial on my Nexus 7 and then transfer the game across to my Hudl2. I did this and sent you the new friend code.
5) Received the code from yourself - Inputted it and the game restarted - The Top 100 still wasn't working.
6)You asked me to try a different internet connection and also try turning it on and off which I did - Still my Top 100 wasn't working.
7) You asked me to install Logcat - However since Android Jellybean you require root access to use Logcat. I do not have root access on my Hudl2.
8) You asked me to uninstall again, create a new game and send you the friend code. I have done this an still awaiting a friend code to restore my game. I also had the same issue completing the tutorial - So had to do what I did in point 4 - Install and complete the tutorial on my Nexus 7 and transfer it over to my Hudl 2.
9) You asked me twice more to send Logcat reports, however as previously explained, Since Android Jellybean, Android require root access to collect logs and my Hudl2 isn't rooted.

Here are the details of my tablet.

Hudl2 - http://www.tesco.com/direct/hudl2-8-wi-fi-tablet/454-7907.prd?sc_cmp=tp1_ppc_g_hudl2
Android Version - 4.4.2 KitKat
IFWI version - BayTrail.5.04.16.0043G
Kernel Version - 3.10.20-g61ca73f android-build@mobile.tesco.com #1
Build Number - KOT49H.rel.android-build.20150106.154003 release-keysThe Top 100 appears to work fine on my Nexus 7, Just not my Hudl2. As the Hudl2 does not use ARM but uses Intel - Could that be the issue?

Still awaiting my reset code.

GI Support

Please, provide me with the information about your device's firmware.

Thank you in advance! Waiting for your reply!

Me

I have sent this information to you twice already.Third time lucky as they say.

Hudl2 - http://www.tesco.com/direct/hudl2-8-wi-fi-tablet/454-7907.prd?sc_cmp=tp1_ppc_g_hudl2
Android Version - 4.4.2 KitKat
IFWI version - BayTrail.5.04.16.0043G
Kernel Version - 3.10.20-g61ca73f android-build@mobile.tesco.com #1
Build Number - KOT49H.rel.android-build.20150106.154003 release-keys

I think I know what the issue is.

Both Sabrina and I play using the Hudl2. This is one of the very few Android devices that use an Intel Processor rather then an ARM Processor.

Checked Sabrinas airport yesterday and just like me she cant access the Top 100. She also had the same issue installing the game where she couldnt get past part of the tutorial.

 

[Dave]

Someone give me strength!! Can you believe what they asked again??!!!

GI Support

So that our specialists could take a deeper look into the issue we would like to enquire the game logs taken at the moment when the problem appear.

You should install a Logcat application from Google Play and send logs to us after that. Please, keep to our instructions and complete the following:
1) Install Logcat from Google Play.
2) Start it on your device. 3) Start the game and go to top 100.
4) Save logs from Logcat.
5) Send the logs to us.

This information will help us.
We appreciate that you are playing our game and do your bit helping us to improve and develop it.

 

[AJ]

@Dave have u tried to contact ivan about this issue as your issue is getting too far. Support Team is not able to solve this after so many mail's.

Someone give me strength!! Can you believe what they asked again??!!!

GI Support

I think you should change your device.

 

[Dave]

If theres nothing they can do, then simply tell me that. To keep asking questions which I have already answered many many times I dont think is acceptable.

Nope, wont be changing my device - Love my Hudl2.

 

[Dave]

Free2Play - I know you said to perceive with GI Support - But this is the kind of thing we come up against. Ive explained my issue numerous times but keep getting asked the same question over and over again. This is why people get frustrated when contacting support!

 

[Fatdaz]

Email

support@road404.com

 

[Dave]

Cheers @Fatdaz , might have to give that a go.

 

[Free2Play]

Dave, unfortunately as of now we have no solution for your problem, although we're looking for it. E-mail posted above is indeed the one you should contact if you are stuck with misunderstanding from GI Support, but this time we can't help as of yet.

 

[Dave]

Dave, unfortunately as of now we have no solution for your problem, although we're looking for it. E-mail posted above is indeed the one you should contact if you are stuck with misunderstanding from GI Support, but this time we can't help as of yet.

Thanks Ivan, totally understand and appreciate that. Likewise if GI Support had said the same I would have understood.

Its not the fact that the problem hasnt been resolved, its just the endless repititation of questions that had already been answered I found frustrating.

Obviously you guys know way more then me, but it couldnt be related to the fact that my Hudl2 has an Intel processor? Ive heard that can cause issues for games which are written for devices with the common ARM processor

 

[Free2Play]

It could be.